Chapter 03 · Retention current
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Loyalty acceleration
Two smooth trips make renewal feel inevitable.
Renewal rate by completed on-time journeys
+33 pts after trip two
Bar chart showing renewal lift after two on-time journeys
Renewal rises from 29 percent after one on-time trip to 62 percent after two, then climbs to 77 percent after five or more trips.
0%
25%
50%
75%
29%
1 trip
62%
2 trips
68%
3 trips
73%
4 trips
77%
5+ trips
the turn
Habit forms after the second frictionless ride.